IT Service Delivery Lead

## IT Service Delivery Lead Apply remote type:
In-Person locations:
Oregon - Newberg Campus time type:
Full time posted on:
Posted 2 Days Agojob requisition :
JR102550

At A-dec, we do more than create the highest quality products and services for the dental industry; we strive to deliver a superior employment experience for each of our team members. With an environment that encourages and assists each person in developing to their highest potential, a career at A-dec is incredibly rewarding.## Overview This position serves as the senior individual contributor and technical expert within the Information Technology Help Desk Team.

The IT Service Delivery Lead provides hands-on leadership in the execution and continuous improvement of IT services operations, including help desk support, endpoint lifecycle coordination, vendor collaboration, and small-to-medium IT project coordination.
This role acts as a key resource and point of coordination for daily operations, helping guide priorities, resolve complex issues, and ensure consistent service delivery. While not a formal people leader, the IT Service Delivery Leader offers direction, mentorship, and subject matter expertise to team members and may act as a delegate for the IT Operations Manager when needed.
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* JOB DUTIES AND RESPONSIBILITIES:

*** Oversee day-to-day help desk operations, serving as the primary escalation point for complex, high-priority, or sensitive incidents across all IT service areas.
* Serve as the after-hours and on-call incident coordinator for high-impact incidents affecting operations technology or end-user productivity. Lead post-incident reviews; document root-cause findings and drive corrective action items to closure.
* Drive improvements to key performance indicators (KPIs) for IT service delivery, including first-contact resolution rate, mean time to resolution, ticket aging, SLA compliance, and customer satisfaction scores.
* Analyze ticket trends, recurring incidents, and systemic issues; lead root-cause analysis efforts and drive permanent resolutions through process and configuration improvements.
* Manage day-to-day relationships with endpoint hardware, software licensing, and SaaS vendors; serve as the primary IT contact for service delivery issues and escalations and factory operations support.
* Act as tactical project lead for small-to-medium IT projects, including technology rollouts, system migrations, and service deployments.
* Partners with manger to ensure help desk team readiness prior to go-live for all technology changes affecting end users; develop and deliver supporting documentation and training as needed.
* Oversees the full lifecycle of endpoint devices, including desktops, laptops, peripherals, and A/V conferencing technologies, across all company locations.  Maintain accurate asset inventory and lifecycle records; develop and manage replacement schedules aligned with budget cycles and proactively surface refresh recommendations.  Coordinate device imaging, configuration, compliance validation, data migration, and user-ready delivery to ensure minimal disruption during replacements and deployments.
* Coordinate response efforts across IT staff and vendors during major incidents; communicate status and resolution timelines to affected stakeholders.
* Provide mentorship to help desk team members, including skills coaching, knowledge transfer, .
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* QUALIFICATIONS:

**** Knowledge, Skills, and Abilities
*** Ability to work independently, as well as, in a team environment, with experience leading others.
* Strong written and verbal communication skills, with the ability to effectively motivate, lead, and manage employees.
* Excellent organizational skills, with the ability to manage time and resources effectively.
* Ability to work collaboratively to leverage perspectives and drive optimal results.
* Demonstrated interest in and aptitude for growth in developing competency across infrastructure, cloud, security, and service delivery domains
** Education and Experience
*** BA/BS degree or equivalent experience.
* Minimum of 5 years of progressive experience in an enterprise IT environment, with demonstrated advancement from hands-on technical support roles into lead, senior, or coordination responsibilities.
* Demonstrated experience with enterprise ITSM platforms at an administrative or configuration level (e.g. Service Now) required.
* Demonstrated experience with end-user support operations, endpoint lifecycle management in a managed enterprise environment.
** Disclaimer
* * This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not to be construed as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. A-dec reserves the right to assign job duties and days and hours of work based on factors such as workload requirements, staffing levels, and customer demands.

At A-dec, we value our people…